• Participation in projects in the field of business processes optimization and organizational culture creation. • Supporting co-operating teams as an expert (everyday direct cooperation with team leaders and operational employees)• Monitoring the change progress in the co-operating teams and identifying potential risks • Preparation and conducting of workshops using Lean Management tools, e.g. Kaizen, Gemba, RCPS• Implementation of developed business standards and processes into the organization. • Best practice sharing at the operational level, • Employees’ key comportment and behaviours development• Compilation/ Preparation of change progress reports to Project Manager and problem management at the operational level.• Leading the project’s optmalization platform• Taking full responsibility for realization of tasks including direct developed impact on the organization• Active coaching at the managerial level• Implementation of managerial tools and professional business behaviours

- managing a customer care team (phone and e-mail support);- creating and implementing of customer support standards;- adaptation CRM tool in intention to fulfill business needs (Zendesk);- designing and implementing KPI’s metrics;- creating a processes documentation;- designing and developing trainings;- implementing action plans and process changes;- creating reporting structure;- taking part in recruitment process;- cooperation with others company departments.

• Responsible for agent supervision and managing consultation contents• Continuously monitor agent calls, ensuring performance metrics are consistently achieved• To coach, develop and motivate associates by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development• To build an environment which supports the spirit of teamwork, where associates are committed, loyal and take pride in working for the company• Reporting to Operations Manager• Ensure accurate and timely communication of any client/campaign issues to Operations Manager• Ensure appropriate actions are taken to improve client satisfaction survey scores Information supervising and tracking• Undertake formal yearly appraisal and monthly SKEP meetings with each agent, ensuring objectives are continuously reviewed and linked to business KPI’s

• Monitors CSR’s performance on a daily basis, by taping, listening to, reviewing and evaluating calls. • Provides appropriate feedback to CSR's on quality of service to ensure adherence to procedures and scripts with the aim to improve the service delivered to the caller in all aspects (soft skills, product knowledge, systems skills)• Attends and participates in meetings with supervisors and Team Managers / Project Leaders to discuss outputs of monitoring• Reports script problems or questions to appropriate areas• Assists clients in monitoring specific programs as needed• Makes monthly call monitoring plan and execute this plan. Keeps track of what has been achieved• Provides relevant information for Monthly Quality Report.• Participates in monthly calibrating sessions to ensure that scoring skills and interpretation of calls are at the same level as that of other QARs• Create learning experiences that equip new and long-term employees to excel in their work environments through expert classroom instruction, on-floor mentoring and one-to-one skills coaching.• Update, maintain and present training materials and programs.• Identify gaps in existing training materials and structures and proactively offer solutions or recommend changes.• Track and analyze training programs by examining agent performance.• Create stand-alone training modules for new or existing team members, as and when required.• Provide coaching and feedback to trainees as part of their classroom learning experience.• Participate in identifying program training needs, obtaining valuable data for the preparation of the training modules and scheduling training programs.• Maintain training records and scores achieved.• Provide support to new hires when not conflicting with delivery commitments.